Stay in the latest updates. Get the latest tips and advice delivered straight to your inbox. Email Guy Nirpaz | January 24, 2012 | CloudBees Use case – Automate Customer Engagement with Totango “For the first time, we have visibility into what our users are doing on our platform and can interact with them based on usage.” Sacha Labourey, CEO, CloudBees Inc. Those of you who’ve read my posts before probably know how I preach for customer success and customer value, especially in the zero-touch and low-touch sales models, where your success is actually your user’s success. This week I’ve interviewed Sacha Labourey, the CEO of CloudBees Inc. Cloudbees is running a freemium business model with zero-low touch sales which is based on pure customer success and is using Totango for their performance measurement and level of engagement with their service. Who are you and what do you do? My name is Sacha Labourey and I am the founder and CEO of CloudBees. CloudBees provides a Java Platform as a Service (PaaS) for enterprises and software developers. What is your business model? Our business model is based on the usage of our platform for the building and running of Java applications. We also utilize a freemium business model to enable developers to try our platform for free while they become familiar with many of our core platform services and their value. What is your sales model? We strive for a zero touch or a very low touch selling model. What problem or problems are you solving with Totango? We are using Totango to gain visibility into user activities and to automate customer engagement, especially via e-mail for now. Instead of nurturing our user database based on a fixed timeline, we personalize content based on their actual usage of our product. Depending on how they are (or are not) using specific features we may be able to offer helpful tips via e-mail. How did you do this? We monitor how developers are using our platform. Based on their actual usage of the product, we send helpful e-mails. We have integrated Totango with Salesforce.com and our e-mail marketing system to automatically send the right e-mail to the right users at the right time. The goal is to make our users more successful with the CloudBees Platform. If our trial users are successful they will hit the paid tier of our service at some point. In this sense the interests of the customer and of CloudBees are completely aligned. What results did you achieve so far? We have been able to see how our users are using our platform and engage with our trial users providing them with information to ensure their success with CloudBees. Who was responsible for the Totango implementation and how long did it take? This integration was all very easy to perform. It took us a few days of work (over a few weeks time) to establish an initial monitoring of our platform and an integration with Salesforce.com. It took us a few more weeks of ramp-up to define how we wanted to best leverage the collected information to automate our interaction with our users and customers.” Did you look at other, similar, services? If so, what did you like about Totango? We considered building some of these capabilities into our platform, but decided against it. We know our requirements in this area will continuously grow and strategically prefer to rely on a partner like Totango for ongoing enhancements, as well as industry best practices. Do you know how to measure your Customer Engagement? Our SaaS Dashboard can easily do that for you! Try it now for FREE Popular Posts A day in the life of a Customer Success Manager: What do they do? 15,902 views The difference between Customer Success Managers and Account Managers 12,963 views Your 90 day plan as a new VP of Customer Success 5,518 views Guy Nirpaz Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges. You might also like You might also likeWho’s in customer success?Growth Hacking with User BehaviorCustomer Success – The Farming Paradigm (With Gifs!) BACK TO BLOG | NEXT ARTICLE Let's stay in touch! We’re passionate about customer success. Sign up to get the latest in thought leadership and to follow our adventures.